Customer Service Advisor

Location: Wellingborough, site based

Salary: Starting at A GBP 25,225 per annum

Hours : 37.5 hours per week, Monday to Friday plus 1 in 6 Saturdays (8.30am : 12.30pm)

Our client is a forward:thinking organisation dedicated to fostering a positive and inclusive workplace culture. Located in Hull and Wellingborough, they pride themselves on their commitment to employee development, wellbeing, and innovation.

Their mission is to attract, develop, and retain exceptional talent by fostering a diverse, inclusive, and respectful workplace where every employee feels valued, respected, and empowered.

They champion equity, recognising that their strength lies in the unique backgrounds, perspectives, and talents of their people.

Through transparent practices, continuous development, and meaningful engagement, they strive to create an environment where all employees can thrive and contribute to their shared success.

The Role

To provide professional administrative support within the Claims Team and to company Management / Directors. As a Customer Service Advisor, you will deliver the highest possible standards of customer service, be able to follow individual brand requirements and directives, ensuring that service level agreements and performance targets, both on an individual and team basis are maintained. The Customer Service Advisor is responsible for deployment, management and progression of motor claims relating to vehicle accidental damage, from initial contact, to repair handover and aftercare as required, keeping in close contact with the Bodyshop/Insurer and Customer throughout the repair process to ensure all SLAs are maintained and adhered to.

Key Responsibilities

• Ensure that you are kept fully up to date with SLAs
• Ensure that you are aware and understand the KPIs the repairers are to adhere as a Member
• Ensure accurate processing and deployment / reallocation of claim notifications to repairers via rules driven in house management system within SLA
• To ensure hire sheets are recorded and updated correctly to ensure costs to the business and clients are kept to a minimum by constant management of hire periods
• Provide investigative feedback on any queries to the company and their clients where necessary
• To progress customer claims within the companys management system ensuring they are actioned within internally agreed SLAs
• Ensure daily tasks are managed within agreed SLAs
• Management of day to day body shop performance of KPIs, breaches, and cancellations
• To be responsible for building relationships within the repair network to ensure the smooth transition of customer repairs from start to finish
• Act as a first level point of contact for repair network members, clients, customers and team members and provide progress updates as required
• To receive incoming calls and emails and act promptly, dealing with all enquiries or actions in a professional manner
• Monitor personal and general inboxes and action emails within a timely manner
• To record all client issues and feed back to your Line Manager, Network Performance Analyst and the Management Team where necessary
• Assist with any reporting requested for analysis and management of the department/region/client
• Liaise with designated Network Performance Analyst and any other departments to seek assistance and resolution where required
• Work towards achieving targets set on a daily/monthly/annual basis provided by your Team Leader/ Line Manager
• Assist with other Advisors caseload as and when requested to ensure full service provision
• Ensure that claims data is maintained and kept fully updated with information from all sources in a timely manner
• To ensure you provide accurate and detailed recording of all information utilising their management systems so as to provide comprehensive audit trails
• Promote data security in and outside of the business at all times, strict adheren